Customer Support Supervisor

Job Summary

The Customer Support Supervisor will lead a nearshore or offshore team delivering 24/7 assistance to DATAMARK travelers and loyalty-program members through a blended support model consisting of approximately 60% inbound voice and 40% chat. The supervisor will oversee day-to-day service delivery, agent performance, customer escalations, quality, workforce adherence and operational reporting. The role requires strong customer-service leadership, travel-industry knowledge and the ability to manage urgent booking and travel-disruption situations while maintaining a high-quality, white-label customer experience.

Requirements

Key Roles and Responsibilities

Team Leadership and Daily Operations
- Supervise, coach and develop a team of voice and chat support representatives.
- Conduct shift briefings, daily performance reviews and regular one-on-one coaching sessions.
- Monitor real-time voice queues, chat volumes, staffing levels and schedule adherence.
- Allocate resources between voice and chat based on demand,



service levels and traveler urgency.
- Ensure uninterrupted shift coverage, including weekends, holidays and after-hours support.
- Serve as the primary operational contact during the assigned shift.

Traveler and Member Support
- Ensure agents provide accurate assistance with flight, hotel, car-rental and transfer bookings.
- Oversee booking changes, cancellations, refund requests and urgent itinerary issues.
- Support inquiries involving travel profiles, policies, approval processes and platform navigation.
- Guide the team on loyalty accounts, login issues, cashback eligibility, tracking and redemption.
- Ensure consistent service delivery across DATAMARK's white-label client programs.
- Maintain an empathetic, skilled and solutions-oriented customer experience.

Escalation and Service Recovery
- Take ownership of complex, sensitive or time-critical customer escalations.
- Coordinate with airlines, hotels, car-re

📌 Customer Support Supervisor (Chennai)
🏢 DATAMARK
📍 Chennai